Hello World! I'm Akshata,
Experience designer and Researcher based in Stockholm.
I understand how people learn, trust and use technology. Then, I fix what gets in their way.
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01
// REDESIGN, RESEARCH, SERVICE, B2C
31 bike-taxi drivers, four cities, 46 hours of interviews, 3 prototypes. Redesigning the processes and screens that show drivers what they’re paid.
Team
3 Researchers, 3 Designers, 8 field staff, 1 PM
The Challenge
Rapido captains (drivers) couldn’t understand how their earnings were calculated. The rate card was hard to find and hard to read, especially for captains with limited English and different regional contexts.
Key Results
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22 of 31 captains preferred the new list-style layout
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Final rate card discovery and layout redesigned.
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Captains redrew the rate card on paper with me, including some who couldn’t read English
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Findings presented Organisation wide including upper management and stakeholders.
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Led to a rehaul of captain support policies on a business level.
02
// UXR, USABILITY TESTING, B2C, EMERGING MARKETS
Investigating an underutilised feature and turning it into an integral part of farmer's processes across India, Southeast Asia, and Africa
Team
3 Researchers, 2 Designers. 1 PM
The Challenge
81% of farmers dropped out of the Map My Farm flow before completion, and the feature was about to launch in new markets. We found that many farmers had limited data, older phones and little experience with maps
Key Results
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Drop-off in the mapping flow fell from 81% to 36% after the redesign
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Feature usage rose 57% in pilot regions within three months
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System Usability Scale score improved 38% [FILL IN: before and after scores]
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Switched from remote app testing (1 of 149 farmers completed) to phone and WhatsApp sessions, reaching 15 farmers in 5 states
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Findings shaped the launch in new markets and flagged problems in other features, including getting help from customer service
03
// SERVICE DESIGN, UI, USER EXPERIENCE DESIGN, INCLUSIVE DESIGN, IVR
Redesigning the Indian Government's COVID vaccine booking process focused on reducing strain on sole caregivers in indian families, and providing booking support to low digital connectivity locations.
The Challenge
During the COVID pandemic, the Indian govt introduced a web-based vaccine booking system using mobile numbers and OTPs for user identification. However, it worked poorly for elderly people, families where one person books for many, people without smartphones or reliable internet, and people who don’t read English.
Key Outcomes
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Redesigned the booking process around the family: multiple profiles under one account
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Added an IVR phone flow so booking works without a smartphone or internet
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Cut the app to large type, clear icons and one-step tracking for elderly users
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Designed language switching into the call and the app
04
// AI, UIUX, WORKSHOPS, PROTOTYPING, USABILITY TESTING, SERVICE DESIGN
A tangible, conversational assistant with a pill dispenser that reminds, logs, answers and knows when to call a doctor.
Team
3 Researchers and Designers
The Challenge
People on birth-control pills forget doses, lose pills while travelling and don’t always know what their symptoms mean. Tracking all of it is daily, intimate labour. We wanted to create sth that could take on some of that work, allow distribution of responsibility between partner and user, and understand what must it never do on its own.
Key Results
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Conducted Design workshops and Focus Groups
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Designed an agent with a pocket version for travel that dispenses a pill, reminds until it’s taken, and logs it with the menstrual cycle
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Built a hi-fi app prototype, a 3D-printed dispenser and a video prototype
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Defined the agent’s scope: it gives simple health information and, in more personal or advanced cases, helps the user reach a doctor
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Tested with users and exhibited as a concept